The Effect of Service Quality on Customer Satisfaction and Trust in Using Tokopedia Services
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Institusion
Sekolah Tinggi Manajemen Ipmi
Author
Juliani, Devi
Subject
HD28 Management. Industrial Management
Datestamp
2020-01-17 03:12:58
Abstract :
Purposes ? The aim of this study is to investigate the effect of service quality on customer satisfaction, service quality on customer trust, and customer satisfaction on customer trust in using Tokopedia services. Design/methodology/approach ? This study used a quantitative approach focusing on cause and effect relationship among variables. The study involved 100 Tokopedia users as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS program. Findings ? The results indicated that Service Quality has a positive effect on Customer Satisfaction, Service Quality has a positive effect on Customer Trust, and Customer Satisfaction has a positive effect on Customer Trust. Significance of the study ? The study of ?The Effect of Service Quality on Customer Satisfaction and Trust in using Tokopedia Services? should be beneficial for future researchers to design their investigation on similar study. Moreover, the finding could help Tokopedia and other online marketplace to improve their service quality. Keywords: Service Quality, Customer Satisfaction, Customer Trust, SEM, PLS
Purposes ? The aim of this study is to investigate the effect of service quality on customer satisfaction, service quality on customer trust, and customer satisfaction on customer trust in using Tokopedia services. Design/methodology/approach ? This study used a quantitative approach focusing on cause and effect relationship among variables. The study involved 100 Tokopedia users as samples. The analysis technique used in this study is Partial Least Square (PLS) Structural Equation Modeling (SEM), with the help of SmartPLS program. Findings ? The results indicated that Service Quality has a positive effect on Customer Satisfaction, Service Quality has a positive effect on Customer Trust, and Customer Satisfaction has a positive effect on Customer Trust. Significance of the study ? The study of ?The Effect of Service Quality on Customer Satisfaction and Trust in using Tokopedia Services? should be beneficial for future researchers to design their investigation on similar study. Moreover, the finding could help Tokopedia and other online marketplace to improve their service quality. Keywords: Service Quality, Customer Satisfaction, Customer Trust, SEM, PLS
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